Contact Centre Research

Chatbots’ Reputation in the Gutter

Published On: 9th Nov 2023 08:00

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘What Has Been Your Experience in Dealing With Other Organizations’ Chatbots?’.

The findings revealed there’s a lot of work to do to improve the reputation of chatbots, as around 70% of chatbot experiences were dubbed below par.

This figure was made up of the vast majority (57.4%) saying they were ‘mediocre’, whilst a further 10.3% said they’d had a ‘bad’ experience, and 2.6% went so far as to say their experience was ‘terrible’.

What Contact Centres Are Doing Right Now (2023 Edition) What Has Been Your Experience in Dealing With Other Organizations’ Chatbots?

Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights

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To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Chatbots’ Reputation in the Gutter

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